Support SLA Policies
The following table outlines our current support SLA Policies
| Coverage | Free | Standard | Silver | Gold |
|---|---|---|---|---|
| Support Hours | Best Efforts | Best Efforts, Monday-Friday, not including holidays | 8am-5pm Local Time, 1 timezone | 24x7x365 |
| Number of Named Users | 0 | 1 | 3 | 6 |
| Response Time - Severity 1 | N/A | 48 hours | 4 hours | 1 hour |
| Response Time - Severity 2 | N/A | 96 hours | 12 hours | 4 hours |
| Response Time - Severity 3 | N/A | 14 days | 24 hours | 24 hours |
| Issue Prioritisation | Low | Low | Depends on Severity | Depends on Severity - generally highest |
| Channel Availability | Community Forum | Email, Support Portal | Email, Support Portal, Screenshare | Email, Support Portal, Screenshare, Phone Line for Severity 1 issues |
| Release Notifications | N/A | N/A | Included | Included |
| Playbooks | N/A | N/A | Included | Included |
| Screen Shares | N/A | N/A | 2 Monthly | Unlimited |
| Private Slack Channel | N/A | N/A | N/A | Optional Add-on |